Technician, Managed Services Operations (orlando, Florida)

Technician, Managed Services Operations (Orlando, Florida)

The Managed Services Operations Technician is a team member responsible for monitoring and managing customer networking, datacenter, security and collaboration platforms. This position will work on the Managed Services Operations team as a Technician focusing on network, voice and/or datacenter technologies, under the direct management of the Managed Services Center Operations Manager, Orlando. The technician will be the primary point of contact for all incidents into the MSC. The position is subject to shift work and a candidate would be expected to move to different shifts as needed. The candidate will be expected to interact with customers, peers and management via phone, IM, video, and email to ensure customer issues are resolved per contracted SLA's while documenting all actions and communication in the ticketing system, ServiceNow. This position does not require any travel.

Job Responsibilities:

• The Managed Services Operations Technician will be responsible for the monitoring and management of network, datacenter, security and voice technologies. This includes but is not limited to Cisco, VMWare, Palo Alto, Juniper, F5, HP, NetApp and other associated technologies.
• Provides remote hardware/software support; documentation, support logs and other related information throughout triage process.
• Assists in monitoring and maintaining network hardware and software; analyzes and troubleshoots the logs and tracks the nature and resolution of problems and can perform all levels of routing incident analysis.
• Interacts and works directly with multiple advanced engineering groups and vendors to escalate technical issues, provide customer updates and drive incidents to resolution often collaborating between more than one group at a time.
• Interacts with telecommunication, hardware and software vendors and operates on the customers' behalf to drive resolution of issues while providing regular progress updates to any incident stakeholders.
• Maintains excellent communication with the Managed Services Operations Manager and supervisors on all tasks and projects.
• Responsible for communicating with customers, peers, team and managers regarding incident, request and change management.
• Creates and maintains good technical documentation.
• Uses monitoring tools to investigate potential issues or respond to monitoring events, this includes Zenoss, Nimsoft, Prognosis and EMC Smarts.

Required Skills:

• Possesses leadership qualities and works directly with customers to ensure customer satisfaction.
• Strong client-facing skills, assertiveness, strong communications skills, leadership and self-starter.
• Strong troubleshooting skills to respond to monitoring events and quickly triage impact and identify next steps to drive resolution.
• Excellent verbal and written communication skills.
• Ability to work independently when assigned a task and follow it through to completion.
• Ability to make sound, quick decisions to recover application availability to customers.
• Ability to work in a team and independently fix issues with little or no supervision.
• Detail and process oriented individual.
• Ability to work in fast paced environment.
• Ability to work in a 24 x 7 NOC environment to support customers' needs.

Additional Desired Skills:

• CCNA CCNP ITILv3 Foundation
• Education and Experience: High School Diploma/GED or Bachelor's degree and/or military experience.
• 1+ years work or education experience maintaining, utilizing, and troubleshooting Cisco IOS.
• 1+ years work or education experience utilizing a ticketing system such as Remedy, ServiceNow.
• 1+ years' work or education experience using network monitoring tools such as Nimsoft, Zenoss, Prognosis, EMC Smarts.
• 1+ years' work or education experience maintaining, utilizing, and troubleshooting voice platforms.
• 1+ years' work or education experience maintaining, utilizing, and troubleshooting datacenter platforms.
• Hands-on work or education experience working routing protocols MPLS, Multicast, GRE, VoIP, HSRP, QoS, L2 switching, etc.